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Category: Support Inquiry, Defect, or Suggestion Issue Categorization & Priority
Priority: Carefully select from the available priority options, read more about priority definitions and expected resolution times at Issue Categorization & Priority
Prod/Test: Production issues typically are higher impact than test
Version/Product: Specify the product you experience the issue on
Business Impact: For Critical/High Priority issues, briefly describe the impact to the company’s operations
Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users does it affect?
Current Result: Briefly describe the issue and what the current result is.
Steps to Reproduce: Include the vessel/voyage, if possible, and a step-by-step list of how to reproduce the problem from your perspective.
Expected Result: In addition to steps to reproduce, how do you expect the product to behave?
Screenshots: The preferred method for sharing screenshots is to attach or copy/pasting paste images into the Help Center. Another method is to send a Microsoft Word or Excel document explaining the steps to reproduce the issue.
Special Instructions: Add any extra detail regarding the reported issue. Also, include any previous correspondence or discussions with another Veson Nautical employee (such as a consultant).
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In the event that the severity of an existing issue increases, we understand this and want to prioritize accordingly. To enhance the speed of this process, we ask that clients provide clear and concise business reasoning for the change in situation and include this information when replying to the existing ticket.
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Veson Support monitors further responses to tickets for all priorities. For higher-priority issues, we anticipate continuous communication to make quick progress. Lengthy gaps in correspondence may imply that priority has changed. In certain situations where no further correspondence has been received, our team will follow up to discuss lowering priority.
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The Veson IMOS Platform's continuous release cycle allows for safe enhancements of the platform with limited interruption to the user base. Release Notes are posted in the Veson IMOS Platform Knowledge Base detailing defect correction, new features, or other client-impacting changes. To assist key users with major functionality enhancement awareness, the What’s New publication highlights the biggest impact features we recommend clients review to get the most out of their VIP IMOS solution. Where applicable, Veson can leverage configuration settings to ensure that major new functionality is not enabled automatically. This allows the client to review the What’s New or Release Notes before they decide to enable a feature.
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